Workforce Management Director

Be part of a global post sales and CX Operations team to lead and develop strategies to optimize workforce management (staff optimization, schedule adherence, routing etc) to remove gaps optimize customer outcome and drive efficiency in employee productivity.

Lead a Manila based team of people responsible for forecasting and overseeing customer interaction data in order to effectively plan, manage workforce capacity, scheduling, and daily operations for a fast-paced geo-diverse contact center environment.You will also have accountability to develop strategies to analyze volumes and workload, capacity planning including direct employee and BPO staff.

To be successful in the role the individual must:

• Possess a strong understanding of workforce management, process design/engineering and capacity planning/forecast modeling
• Be able to design an operating model that ensure close partnership with operations
• Work collaboratively to drive consistency and efficiency in capacity management / volume forecasting
• Define strategies to uplift technology and tools
• And have a proven track record of experience in:
• Producing capacity forecasts and staffing requirements needed to meet service levels for a dynamic geo-diverse team
• Measuring schedule and interval accuracy and drive initiatives to improve efficiency and customer outcomes
• Collaborate with managers to drive Real Time management for our global support teams

You would be expected to:

• Lead the headcount modeling, planning, and forecasting cycles for the operation encompassing 800+ associates across 5+ Customer Care contact center locations

• Deliver insights by applying your expertise in quantitative analysis, organizational research, and the presentation of data to inform and influence key business decisions about the growth and performance of the Customer Care organization

• Develop, maintain, and leverage service level agreements, dashboards, and workforce management tools to drive key business decisions

• Develop and launch data driven workforce strategies in partnership with Recruiting, Finance, HR, and other cross-functional partners to deliver on customer expectations

• Demonstrate judgment and discretion when dealing with highly sensitive people data

• Deliver operational projects, ensuring strategic objectives are well communicated, coordinated and complementary in scope and time

• Present recommendations on workforce planning. Create insights into trends or technology that are shaping markets and obtain buy-in from stakeholders

• Lead, develop, coordinate, integrate, analyze, and maintain integrated plans and schedules for complex projects, programs and change driven activities

• Analyze (trend, variance, impact), reports, risk assessments and planning efforts to determine impacts, constraints involving product improvement and launches, process improvement, program initiatives

• Identify risk and opportunity potential, develops mitigation planning, and refines the business case

• Prepare routine daily, weekly, monthly results with analysis on current results and trends. Opportunities and risks

• Drive best in class collaboration with effective communication, knowledge sharing utilizing technology tools, and promoting shared goals.

• Effectively analyze customer data and trends and identify opportunities to improve the customer experience

Responsibilities

• Team/agent analysis, daily and weekly oversight for the consistent execution ofQuality Service Standards and delivery on all key performance indicators: ACW, Schedule Adherence, Conformance, Average Handle Time, Transfers

• Workforce management activities include forecasting, scheduling, capacity planning, monitoring queues and volumes, and approving off phone activities

• Identify and research service level risks for problem resolution and management notification. Oversee escalation plan when service levels are negatively impacted

• Forecasts and accounts for growth due to seasonal variations, special events, and other cyclical patterns affecting clients (such as marketing campaigns)

• Strong knowledge of Call Centre IVR. Live listen and call mapping for business operations and opportunities

• Use specific workforce analytics, with sound and appropriate data inputs, to identify and define forecasting and reporting needs of the business

• Produce and develop accurate reporting to measure and define key performance indicators (KPIs)

• Work with stakeholders to fulfill reporting requests and gathering of data inputs to support decision making for the business

• Lead the implementation of a WFM tool

Qualifications. Experience and Capabilities:

• Bachelor's degree in a Business Administration, Management Information Systems, Computer Science, or related field required

• 8+ years of professional experience in an analytical role, emphasizing data analysis or modeling

• Demonstrated knowledge of Outsourced Call Centers and/or Call Center processes and operational logistics

• 5+ years of experience as a Business Analyst or relevant professional experience in a variety of backgrounds

• Excellent leadership and team management skills, with a history of building and motivating high-performing teams

• Experience processing, analyzing, and interpreting data sets to make business recommendations for senior leaders in a fast-paced environment

• Strong analytical, strategic, and problem-solving abilities with attention to detail

• Exceptional communication and people skills, with the ability to influence, collaborate and engage stakeholders at all levels

• Ability to work in a fast-paced, dynamic environment and effectively manage multiple priorities

• Solutions-oriented, detail oriented (accuracy is critical) individual who understands how to effectively manage multiple teams in different geographic locations

• High intellect, strong business acumen, exceptional analytical capabilities, and critical thinking and problem-solving skills

• Leader and a motivator, you won't do all the work yourself, but you should possess the ability to bring sometimes competing interests together that best serve our purpose, the clients we serve and ultimately their customers.

• Demonstrated strong verbal, written, and presentations skills.

• Able to work with minimal supervision

• Proven ability to meet deadlines with accuracy

• Proactive working style with a proven ability to multitask

• Demonstrated ability to quickly learn new systems and processes.

• Previous experience with forecasting, creating staffing schedules, and monitoring real time for schedule adherence

• Demonstrated success leading or influencing a variety of stakeholders to achieve mutually desirable outcomes.

• Proven ability to deliver feedback to others in a way that results in positive outcomes.

• Proven success with communication and customer service in a variety of service mediums including direct contact via phone, fax and email.

• Demonstrated ability to learn new tools and technologies quickly.

• Comfortable in a fast-paced and evolving environment which includes ongoing learning and training opportunities.

• Previous experience with InContact, NICE, Calabrio or any enterprise grade PBX and Workforce Management Platforms

Experience in the Following Areas is a Plus but Not Required:

• Background in human resources, accounting, finance, engineering, statistics or analysis helpful.

• Experience implementing new software / applications useful.